After reading several StubHub Reviews from disgruntled users, I thought a review on StubHub from an industry insider (and competitor) would be valuable for StubHub users and users of any ticket sites in general. That’s because I’ve got every incentive to bash StubHub, yet won’t because they don’t deserve to be.
StubHub pioneered the reselling ticket sales industry. They set the standard for how a ticket marketplace should operate, and they were the first ticket site to offer *Guarantees regarding a ticket’s legitimacy.
So although I’m the co-founder of TickPick (one of StubHub’s competitors), I still respect the company. However, when deciding on where to buy your tickets, I think it’s important that people know that the majority of the same tickets on StubHub can be found at lower prices on TickPick, without the high service fees.
StubHub Reviews 2013-2022
The StubHub reviews that I want to highlight and (surprisingly) counter are the extremely pessimistic StubHub complaints. For example, if you read all of the StubHub complaints on Consumer Affairs, you would probably decide to never buy tickets from StubHub again; however, keep in mind that StubHub gets more than 10 million web visitors a month and is selling a ticket almost every second. So, after over 15 years of business, it’s not surprising to have 880 formal complaints against StubHub on BBB.
It’s also worth mentioning that the StubHub Yelp Reviews provide good insights from a diverse group of users. You’ll read some StubHub customer reviews that provide tips as well as other users that provide valid reasons as to why they won’t use StubHub again. However, when searching for Yelp StubHub reviews, be aware that there are small StubHub Local Pick Up offices that have their own Yelp pages. These user reviews are specific to the pick up location and not the overall StubHub experience.
The remainder of this StubHub review is going to be a bit more critical, specifically regarding their high service fees and the customer complaints revolving around instant downloads, and illegitimate tickets.
Is StubHub’s Ticket Guarantee Reliable?
In my mind, StubHub’s FanProtect Guarantee is what set them apart from everyone else in the early years. Interestingly enough, even though StubHub cannot fully authenticate and guarantee ticket holders that the tickets they bought are valid (unless they’re partnered with the venue, like StubHub is with MLB teams, for instance), they have done an incredible job of instilling confidence within their customers.
Here’s an overview of StubHub’s ticket guarantee:
- You will get your tickets in time for the event
- Your tickets will be valid for entry
- Your tickets will be the same as those you ordered
- If any of these things do not occur, we will find you comparable or better tickets to the event, or offer you a refund
- If the event is canceled and not rescheduled, you will get a refund
So the frequent problem that occurs is that someone gets to the venue and couldn’t get to their seat. At this point, you can call StubHub and there’s a 50 / 50 chance they can get you replacements.
My friends at PandoDaily, shared their story about how StubHub did provide replacement tickets at a 49ers game (after their tickets didn’t work). The bigger the live event, the more likely StubHub will be able to get you a replacement ticket within 30 to 60 minutes.
If you don’t receive replacement tickets, the good news is you’ll receive a refund, while the bad news is that you’d want to be in attendance for that sporting event, concert, or theater show, and the refund policy is probably the last thing on your mind in that moment.
TickPick is a More Reliable Alternative to StubHub With Better Ticket Prices
Unlike what you may expect, 99% of the time, invalid tickets purchased on StubHub are actually caused by unintentional accidents. For example, when I was in college, I had two pairs of tickets to a concert. I sold one pair and used the other. I got a phone call from StubHub a couple of days after the live event telling me that the tickets I sold didn’t work for their ticket buyer. After some research, I found that I, as the ticket seller, had mistakenly delivered the wrong electronic tickets to StubHub, which were the ones I had used myself for the event.
So, what’s the lesson for ticket buyers?
StubHub positions itself as a fan-to-fan marketplace – which isn’t really true – though it does sound nice. Nonetheless, what I learned is that the majority of problems that occur with StubHub are from individual fans that are college students like I was who sell tickets either as a side hustle or because they cannot use them.
The other 75% of tickets listed on StubHub are provided by ticket brokers. Surprisingly (or not), ticket brokers make significantly fewer mistakes than the average fan. The simple reason for this is that selling tickets is a broker’s full-time occupation, and if they mess up, they don’t get paid. So what does this have to do with TickPick?
Unlike StubHub, 99% of TickPick’s ticket inventory is provided by professional ticket brokers. So not only does TickPick undercut StubHub’s fees (we have NO service fees), but we also have a 110% money-back guarantee. We provide you, the customer, with the support and attention that you require and deserve. No other ticket company takes accountability like we do.
Similar to how BlueNile works, if you’re dealing with one customer support agent, not only can you request to speak with the same person again, we suggest it so you can get all the ticket information you need to feel confident in your purchase.
Contact TickPick by phone at 845-538-4567
Contact TickPick by email at [email protected]
I know you may be here because you were searching for StubHub reviews, but please take a minute to have a look at what our customers have to say on Google Reviews, you’ll be happy you did.
StubHub Employee Reviews
I included these two StubHub reviews from employees because I thought it provided insights into the company.
Best Review: “A typical day consisted of taking escalated calls, fixing problems calling back and forth with vendors and customers. Employee training spot checks to review your employees’ calls for speed & quality and writing reviews on them. Website scrubbing, making sure all listings on site were quality listings with real tickets listed. Answering questions, reviewing policy & procedure so to be able to answer all representative questions as they come up.”
Worst Review: “Management has no plan to grow the company. Decision-making is stagnant. Poor mid level managers with no idea how to develop people. Most of the good talent has left.”
StubHub Customer Service Number: 1.866.788.2482
199 Fremont St, San Francisco, CA